IT Operations Lead - AIOps Services

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions.

At Optus, our purpose is to power optimism with options.  To lead and live our purpose, we are looking for positive, customer centric, innovative and aspirational leadership. Reporting to the Director, Detection and Response, the Senior Detection and Response Engineer  is a critical position that will enable Optus to realise its vision of becoming Australia’s most loved everyday brand with lasting customer relationships.

What You’ll Do
The Operations Lead – AIOps Services role is accountable for serving as the technical experts for the Rapid Response Team (RRT).

The Rapid Response Team consists of a team of highly skilled individual with strong functional or technical expertise draw from a pool of project architects, solution designer, senior technical engineers and data analysts.  The primary responsibility of the RRT members is to perform detailed investigation, diagnosis of complex Production issues, identification of the root cause and the implementation of permeant corrective actions to address the issue.  The goal is to ensure the high availability of IT Services to the Business.

In summary, the goal of the RRT members includes (but not limited to):

• Investigate and diagnose the Major Incident and provides regular update to the MIM and ICs.
• Work with other Application, Infrastructure and / or Network SMEs to assist with investigation, diagnosis of issues.
• Provide input to the MIM for the service restoration action plan.
• Implement the agreed fix.
• Action post repair activities (as required).
• Perform functional escalation to next level of support when current level has insufficient knowledge / expertise to diagnose and resolve issue.
• Participate in Post Incident Reviews.
• Drive Continuous Improvements via the Root Cause Identification and implementation of Permanent Corrective Actions.
• Secondary role: identify single points of failure and improvements within IT environment to enhance IT service availability

The candidate must be able to work in a large, complex and dynamic environment, have strong architecture skills and ability to drive delivery of small to complex business initiatives.

What You’ll Bring

The Good Stuff...

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.
  
  

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity